Complaint Process

Multi-Choice Home Loans IDR processes

Our IDR processes are aligned with our membership of the External Dispute Resolution (EDR) Scheme which is the Australian Financial Complaints Authority (AFCA).

We adopt the definition of ‘complaint’ in AS ISO 10002-2006, namely ‘an expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected’. This means we will treat informal complaints seriously and refer them to IDR unless they are resolved by the end of the next business day.

Receiving complaints

Complaints can be lodged by contacting Trevor Watkins, the Complaints Officer by:

  • Telephoning 07 3357 6900
  • Email
  • Writing to PO Box 1174, Stafford, 4053
  • Or by speaking to any representative of our business who will refer complainants to the Complaints Officer.

If you are dissatisfied with the response of our complaints officer you may make a complaint to our EDR Scheme which can be contacted on either or 1800 931 678.

Independently Licensed Brokers

Where the complaint is of a nature whereby the complaint arises from the conduct of an independent broker operating under his/her own Australian Credit Licence (ACL) and AFCA membership or that of another license holder, the complaint will also be required to be lodged with the Complaints Officer of the relevant ACL license holder who will be the primary Complaints Officer responsible for resolving the complaint.

The Multi-Choice Home Loans Pty Ltd Complaints Officer will ensure that the complaint is lodged with the relevant party/Complaints Officer, assist with the investigation of the complaint and mediation of a resolution, follow the standard IDR process as detailed here in.

Investigating complaints

The Complaints Officer will review the complaint carefully and promptly, taking such steps and reviewing such documents as a reasonable person would do.

Responding to complaints within appropriate time limits and referring unresolved complaints to an EDR scheme .

The Complaints Officer will provide a written ‘final response’ to the complainant within 45 days (21 days where the complaint relates to default), which states:

  • the final outcome of the dispute at IDR
  • the right to take their dispute to EDR (no matter what the result of the investigation was at IDR)
  • the name and contact details of your EDR scheme.
  • If the Complaints Officer is unable to give a final response within the specified period, the Complaints Officer will, before the end of the period:
  • inform the complainant of the reasons for the delay
  • advise the complainant of their right to complain to EDR
  • provide the complainant with the name and contact details of your EDR scheme.

Complaints quickly resolved

Where a complaint or dispute is resolved to the customer’s satisfaction by the end of the next business day from when the complaint or dispute was received, we will not be required to apply the full IDR process with respect to capturing and recording the complaint or dispute and providing a final response on resolution of the complaint.

However, if a complaint or dispute is received and not resolved by the next business day the full process will be followed.

The types of remedies available for resolving complaints or disputes

If a complaint is justified, the Complaints Officer will recommend a solution comprising one or more of the following:

  • an apology
  • compensation
  • vary contractual obligations
  • a free service.

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